Village of Rantoul Light and Water

The following is the NetWorth Services, Inc response to the Response Letter submitted by [redacted] on March 14, 2016:NetWorth would like to respond to Ms [redacted] ’s accusations that we did not respond to her complaints until we were contacted by the Revdex.com As I stated to Ms [redacted] on our phone call, we did not receive the letters that she said she mailed to our offices and we did not receive the emails that she said she sent, therefore, it wasn’t until we received the letter from the Revdex.com that we were notified that there was a problem Upon learning of that problem, I phoned Ms [redacted] the very same day NetWorth is known for our exemplary customer service and attention to our customers We would never just ignore a customer who had signed up for an annual subscription instead of a monthly subscription by accident The numerous apologies that were made to Ms [redacted] was not a reference to numerous occasions, but was a reference to the phone conversation that I had with her, apologizing numerous times for not knowing that she had a problem that was going on for a period of time Even though we didn’t know, I was still apologizing for the bad experience I would also like to state that at no time did I or anyone else from NetWorth Services belittle Ms [redacted] or call her a liar or any other names It is unfortunate that Ms [redacted] feels that occurred in the process of my trying to help her I must disagree with Ms [redacted] ’s account, she did in fact ask that all charges be refunded stating that she was just a regular investor and didn’t know what she was doing I was willing to refund her for the months that she mistakenly signed up for, but then she told me that she had already contacted her credit card company to dispute the charges As of today, we refunded her the $difference that she referenced in her Response Letter that she was still owed.I hope that this matter can be closed and considered as resolvedThanks, Marisa

The following is the NetWorth Services response to the complaint: On February 22, 2016, NetWorth received a letter from the Revdex.com in regards to a compliant filed by [redacted] Prior to that letter, we had never been contacted by Ms [redacted] by phone, email or mailed letter Upon receipt of the compliant, I called my [redacted] to discuss the situation with her, because I wanted to get the full story of her problem as well as offer her a solution She explained to me that she in November of 2015, she had gone on our website and signed up for our monthly subscription, where a payment of $is charged each month, with a one year commitment She said that she didn’t realize that she signed up for auto pay and she wanted all of her money refunded I first explained to her that the when you click “Buy Now” on the Netbasis website, you get our transaction package, which is below: She claimed that she didn’t see/understand what she was choosing So even though this didn’t make any sense to me, I apologized numbers times for her experience and attempted to find a solution for her I told her that I would immediately cancel the $auto pay (which I did) Then I told her that even though we were never contacted by her to let us know about the problem, I would be willing to refund of the three remaining months (she was conceding to paying for the first month) She didn’t agree with that, she said that she went online and got our mailing address and sent us letters (which we never received) and sent an email (which we also didn’t receive) I asked if she went online to our website, why didn’t she call our office or customer service line to speak with a live person, even if it was in addition to the letter and email and she couldn’t answer that question Then she disclosed that she had already contacted her credit card company to get the money reimbursed to her I told her that I was willing to do that but if her credit card company was going to do a reverse charge then I couldn’t also give her a refund I told her that I had to wait to see what her credit card company was going to do She wasn’t happy with my response I then asked her if she would be willing to remove the Revdex.com complaint because we had no idea that she was having an issue She refused unless I refunded all of her money back to her We also have no idea how many transactions she has run in the three month period On Monday, March 7th, I received notices from our Merchant Service that her credit card company was charging back for two months I have not disputed it And that is where we are

Because there are only two options (accept or reject), I am choosing reject so that the complaint is not archived as a satisfactory resolution I see a pattern hereThere was no response to my multiple communications until I contacted the Revdex.com, and then I received the bizarre response that I have already documented There was no response by the company to the Revdex.com's foll communications until the Revdex.com sent me a message indicating that the file was closed, and presumably that message also went to NetWorth, and finally there is a responseAgain, a bizarre one Numerous apologies? HardlyI was belittled and called a liar I asked for all charges to be refunded? I am dumbfounded by that statementI never even suggested that all charges be refunded I am happy to pay for what I receivedThe service was extremely useful to me on the several days in October that I used it(Not November, as the company indicates) In my last communication with the Revdex.com, I explained this in detail As to the rest: My credit card company did credit my account for the two months, and I have recently contacted them to object to the final recurring charge of $that appeared on my most recent statement (it posted prior to being stopped by the company)I assume that this also will not be contestedOf course I did not expect the company to run a credit when I had contested the charge, and the assertion that I was unhappy about that makes no senseMy immediate response was to say that I understoodNo reasonable person would expect a double credit.It is offensive to suggest that I have been using the service for these past months without paying for it'We also have no idea how many transactions she has run in the three month period." Really? At this point I have paid $- two monthly recurring charges of $- and I am told that the fee for a single month of use - not a monthly annual subscription - is $Had my initial communication in November - or any of my later communications, which the company asserts are lies - received a reply, this would have been long since resolved So be it Having no further contact with this company is definitely worth the overage / [redacted] Style Definitions */

The following is the NetWorth Services response to the complaint: On February 22, 2016, NetWorth received a letter from the Revdex.com in regards to a compliant filed by [redacted].  Prior to that letter, we had never been contacted by Ms. [redacted] by phone, email or mailed letter.  Upon...

receipt of the compliant, I called my [redacted] to discuss the situation with her, because I wanted to get the full story of her problem as well as offer her a solution.  She explained to me that she in November of 2015, she had gone on our website and signed up for our monthly subscription, where a payment of $279.00 is charged each month, with a one year commitment.  She said that she didn’t realize that she signed up for auto pay and she wanted all of her money refunded.  I first explained to her that the when you click “Buy Now” on the Netbasis website, you get our transaction package, which is below:  She claimed that she didn’t see/understand what she was choosing.  So even though this didn’t make any sense to me, I apologized numbers times for her experience and attempted to find a solution for her.  I told her that I would immediately cancel the $279.00 auto pay (which I did).  Then I told her that even though we were never contacted by her to let us know about the problem, I would be willing to refund 2 of the three remaining months (she was conceding to paying for the first month).  She didn’t agree with that, she said that she went online and got our mailing address and sent us 2 letters (which we never received) and sent an email (which we also didn’t receive).  I asked if she went online to our website, why didn’t she call our office or customer service line to speak with a live person, even if it was in addition to the letter and email and she couldn’t answer that question.  Then she disclosed that she had already contacted her credit card company to get the money reimbursed to her.  I told her that I was willing to do that but if her credit card company was going to do a reverse charge then I couldn’t also give her a refund.  I told her that I had to wait to see what her credit card company was going to do.  She wasn’t happy with my response.  I then asked her if she would be willing to remove the Revdex.com complaint because we had no idea that she was having an issue.  She refused unless I refunded all of her money back to her.  We also have no idea how many transactions she has run in the three month period.  On Monday, March 7th, I received notices from our Merchant Service that her credit card company was charging back for two months.  I have not disputed it.  And that is where we are.

The following is the NetWorth Services, Inc response to the Response Letter submitted by [redacted] on March 14, 2016:NetWorth would like to respond to Ms. [redacted]’s accusations that we did not respond to her complaints until we were contacted by the Revdex.com.  As I stated to Ms [redacted] on our phone call, we did not receive the letters that she said she mailed to our offices and we did not receive the emails that she said she sent, therefore, it wasn’t until we received the letter from the Revdex.com that we were notified that there was a problem.  Upon learning of that problem, I phoned Ms. [redacted] the very same day.  NetWorth is known for our exemplary customer service and attention to our customers.  We would never just ignore a customer who had signed up for an annual subscription instead of a monthly subscription by accident.  The numerous apologies that were made to Ms. [redacted] was not a reference to numerous occasions, but was a reference to the phone conversation that I had with her, apologizing numerous times for not knowing that she had a problem that was going on for a period of time.  Even though we didn’t know, I was still apologizing for the bad experience.  I would also like to state that at no time did I or anyone else from NetWorth Services belittle Ms. [redacted] or call her a liar or any other names.  It is unfortunate that Ms. [redacted] feels that occurred in the process of my trying to help her.  I must disagree with Ms. [redacted]’s account, she did in fact ask that all charges be refunded stating that she was just a regular investor and didn’t know what she was doing.  I was willing to refund her for the months that she mistakenly signed up for, but then she told me that she had already contacted her credit card company to dispute the charges.  As of today, we refunded her the $78.01 difference that she referenced in her Response Letter that she was still owed.I hope that this matter can be closed and considered as resolved. Thanks, Marisa

Because there are only two options (accept or reject), I am
choosing reject so that the complaint is not archived as a satisfactory
resolution
I see a pattern hereThere was no response to my multiple communications until
I contacted the Revdex.com, and then I received the bizarre
response that I have already documented
There was no response by the company to the Revdex.com's foll
communications until the Revdex.com sent me a message indicating that the file was
closed, and presumably that message also went to NetWorth, and finally there is
a responseAgain, a bizarre one
Numerous apologies? HardlyI was belittled and called a liar
I asked for all charges to be refunded?
I am dumbfounded by that statementI never even suggested that all charges be
refunded
I am happy to pay for what I receivedThe service was extremely useful to me
on the several days in October that I used it(Not November, as the company indicates)
In my last communication with the Revdex.com, I explained this in detail
As to the rest:
My credit card company did credit my account for the two months, and I have
recently contacted them to object to the final recurring charge of $that appeared
on my most recent statement (it posted prior to being stopped by the
company)I assume that this also will not be contestedOf course I did not expect the company to run a credit when I had contested the charge, and the assertion that I was unhappy about that makes no senseMy immediate response was to say that I understoodNo reasonable person would expect a double credit.It is offensive to suggest that I have been using the service for these past months without paying for it'We also have no idea how many transactions she has run in the three month period." Really?
At this point I have paid $- two monthly recurring charges of $- and I
am told that the fee for a single month of use - not a monthly annual
subscription - is $Had my initial communication in November - or any of
my later communications, which the company asserts are lies - received a reply, this would have been long since
resolved
So be it
Having no further contact with this company is definitely worth the overage